1. ARSELEN COMMUNICATION N 20 2nd floor, office 04, Cologne rd, Lafayette. 1002 Bab Bhar Tunis, Tunisia. Contact: Email: arselen.communicationllc@gmail.com Tel: 00216-23-471-443/ 00216-27-770-230

2. General Business Activities ARSELEN COMMUNICATION has been established as a Customer Support Provider company in Tunisia, under the WAAD Universel Co Paris France. Our business model is based on providing exceptional customer service support to companies all over the world. Based on the decision of the company to expand our business network; we have established this limited liability company in Paris. Recently we succeeded as a part of the flourishing customer care management business. As a result, the strong need in universal markets for a backup support requires a very sophisticated system that we made our priority and we stand to offer the best services in several languages.

3. Company Strategy Purpose To be a leader in customer service support industry by providing enhanced services, relationship and profitability.  Vision To provide quality services that exceed the expectations of our esteemed customers.  Mission statement To build long-term relationships with our customers and clients and provide exceptional customer services by pursuing business through innovation and advanced technology.  Core values We believe in treating our customers with respect and faith. We grow through creativity, invention and innovation.

4. We integrate honesty, integrity and business ethics into all aspects of our business functioning Goals Regional expansion in the field of customer care management and develop a strong base of key customers. Increase the assets and investments of the company to support the development of services. To build good reputation in the field of customer care management and become a key player in the industry.

5. Scope of Work Arselen Communication conducts customer care support through the existing facilities in Tunisia. After years of smart investment and continuous perseverance, we gained an exceptional reputation in local market. Nowadays, we own more than 20 call center facilities and we look for more prospective clients who want to work with us and share our unique experience.

6. Simply Arselen Receiving calls Hot Line Customer Services / consumers standby Call Management Changing of Standard Inter- and intra- training business Home Techniques Customer Service Tele- prospecting Making calls Tele-marketing, decision Appointment File Qualifications Project detections Satisfaction surveys

7. Multi-lingual Services Français English العربية

8. Added Value Services Full benefit of Customer Care Assistance conducted on-site client business hours and outsourced platform 24 / 24 - 7/7 … ◦ Receiving calls on world number one in 4 languages ◦ Transfer of critical calls to the emergency assistance service ◦ Inventory reports Consultation ◦ Parts Ordering Siebel ◦ Track Orders SAP ◦ Reception and customer call management, mail and fax in French and English ◦ Ticketing and incident tracking ◦ Management -call schedules ◦ Detachments field technicians ◦ Tracking the intervention technicians ◦ Traceability of actions Provision of Help Desk 24 / 24 7/7 for Technical assistance ◦ Reception and management of trouble-shooting applications in French and in English ◦ Determination of types of customer requests (problem category severity, type of intervention plan ).

9. Customized Training Manager training, trainer and / or the Chief group by the customer. Creating training materials Joint Media Validation Training of other managers Formations of contact charge made small groups or individual Internal validation of the training of responsible contact

10. Monitoring the quality of service Monitoring performance and skills of contact responsible Monitoring the response and actions of the Supervision Team Internal corrective actions on deviations (objectives – results obtained) Monitoring of Customer Satisfaction

11. Monitoring of contact responsible Observing Acquired controls Controls Seizures Individual Interviews Monitoring of Supervision Control of Communication internal Control action time monthly meetings annual Review Customer Relationship Registration of contact responsible for the comments and the Customer Taking immediate load and Treatment Team supervision Conducting corrective actions if necessary Client contacts for preventive actions

12. A human structure Operational Director An operations manager Hosts, Hostesses Teleoperator A reporting assistant Customer Assistants

13. A Suitable recruitment In Line Recruitment in line with the position : ◦ Presentation, versatility, bilingualism, computer skills, professional experience... Nearby A nearby recruitment : ◦ Getting online ad networks to local (ANPE, Faculties, schools ) and via specialized sites. Recommendations employees group locum A site / home path that should not exceed one hour.

14. The training steps ◦ Training in telephone reception provided internally by the training center. ◦ Training our quality requirements : The role, The presentation, behavior, Language, Punctuality and attendance... An initial training on site assistant operations or assistants multisite

15. Coaching ◦ It is provided by the operations manager or responsible for field site based on the specificity of Site ◦ A single contact designated upstream of the setting instead of performance, enabling centralization information and treatment, ◦ It is responsible for monitoring the delivery and makes the interface between the client and incumbents

16. Absence management ◦ In case of sudden absence of the incumbent, replacement is guaranteed within up to 2 hours (on) stakeholder ( e) multi. Multisite are formed (s) from the establishment Site regularly when changes procedure. ◦ If programmed, responsible Operating inform you at the earliest and by email replacement and the name of the replacement.

17. Quantity and quality checks Punctuality / Attendance : Position of taking checks are carried out daily. Our operations manager is then immediately notified of a delay and implements the necessary action as soon as possible. Monitoring of the service: Control visits are performed 1 time per unexpectedly months and more frequently during establishment phases. They are intended to validate the quality of delivery, compliance with procedures, dress and respect for regulations. In addition, this monitoring is carried out daily, including customer demand.

18. Monitoring telephone Inbound: Mystery calls are conducted emissions regularly to check the quality of our staff response, his knowledge of the site and identify potential training needs. Traceability of tasks : Monitoring notebooks are made available to the staff ( established based on the service provided... ). Setting place of delivery and task definition above the creation of specific documents activity site personnel and the drafting of a procedure. Their good performance and maintenance of these specifications and procedures are verified during site visits.

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